Vice President of Services - Reno, United States - Special Order Systems, Inc.

Description

Job Description

VP of Services

Directs the activities and drives expansion of the Service Division of the organization. As V.P. of Services, you are responsible for the related elements of the Strategic Plan, building a service model to drive revenue growth nationwide, defining Services offerings, client and strategic vendor/partner relationship building as assigned, financial results of Services Division, and building organizational excellence within the Division. Additionally performs other management responsibilities as assigned.

Key Tasks and Responsibilities

Strategy / Business

• Participates in strategic planning process and ensures key plan elements of Services Division align with other Divisions in a team-based environment as well as with external strategic vendor partners.
• Leads expansion of all Services offerings and performance.
• Develops financial plan and business targets for Services Division, monitors results and takes corrective business action to meet and exceed objectives.
• Develop and update multi-year plans for leveraging appropriate systems and resource strategies
• Evaluate and implement delivery models that provide efficient and effective infrastructure and operations responsibilities.
• Identify and report on service quality & efficiency measures and initiate activities to pro-actively improve service quality and efficiency
• Lead capacity planning disciplines to ensure that Service Division develops and maintains capability and capacity to meet short, medium and long term business demand
• Informally and formally benchmark Services operations against industry standards in support of Company goals and objectives.
• Monitor operational statistics, reports trends, variances and issues, and takes appropriate action.
• Strengthens vendor relationships by chairing companies Technical Committee and through proactive participation on various vendor advisory councils, consortiums and local and national networking opportunities. Articulates scope of companies total solution expertise to vendors.

Communications

• Identify and communicate key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
• Lead cross-division collaboration to ensure coordination and integration of business needs and solutions.

Employees

• Promote service delivery best practices and knowledge sharing
• Strengthen "organizational health" of Professional Services Division through infusion of new talent, career development training and reinforcement of TEAMSOS's core competencies with existing staff to strengthen solution-driven team selling skill set.
• Responsible for staff/account management and prioritization and forecasting
• Challenge and inspire employees to achieve business results.
• Ensure employees adhere to legal and operational compliance requirements.
• Conduct (for directly managed employees) and ensure the completion of performance reviews for all Service Division employees.
• Provides coaching, direction and leadership support to employees in order to achieve division, company and customer results.

Vendors

• Oversee management and negotiation of contracts for data center services, operational tools, hardware and software agreements, etc.
• Conduct effective negotiations with major technology vendors and ensures contractual performance standards are met or exceeded.

Customers

• Work with customers to ensure that services and service levels are aligned to business needs.
• Builds loyalty with assigned customer base through ongoing account interaction.
• Assist sales force in new customer acquisition by showing depth and breadth of company's skill sets and abilities to meet customer requirements.

Metrics

• Grow Cloud & Public Service Lines of business by 40% with in partnership with leadership team
• Meet Service Level Agreement (SLA) 97% of the time
• Maintain a 90% customer retention / renewal for all contracted customers
• Maintain a 95% customer satisfaction rating
• Maintain operating costs at 40%-60% of revenues (40% target)
• Maintain high employee retention and satisfaction

Culture

To perform the job successfully, an individual should demonstrate the following competencies:

• Business Ethics - Treats people with respect, keeps commitments, inspires the trust of others, works with integrity and ethically, and upholds organizational values.
• Communications - Expresses thoughts clearly in written form, articulates verbal thoughts understandably, demonstrates active listening skills, comprehends information heard, uses appropriate communication methods, and keeps others informed.
• Conflict Resolution - Maintains calm under pressure, encourages respectful dialogue, confronts difficult situations without bias, acts within realistic timeframe for resolution, and resolves conflicts through fair negotiation.
• Consistency - Follows through as promised, confirms people know each other's expectations, arrives to and completes meetings on time, meets with direct reports in-person regularly, and changes decisions rarely.
• Cost Consciousness - Saves money without lowering quality of service, performs within approved budget, conserves company and customer resources, develops profitable new revenue streams, and identifies new ways to lower costs.
• Teamwork - Contributes to a positive team effort, balances team and individual responsibilities, listens attentively and openly to others' views, gives and sincerely accepts feedback, helps the team stay focused on key objectives, resolves team conflict before it escalates, and places the team's success above own interests.

Intent and Function of Job Descriptions

Job descriptions assist our company in making certain our hiring process is fairly administered and qualified employees are selected. We view job descriptions as essential to our performance appraisal system and related promotion, transfer, layoff, and termination decisions. Well-written and maintained job descriptions are also an integral part of our compensation system.

All job descriptions are reviewed to ensure only essential functions and basic duties have been included. Requirements, skills, and abilities included have been determined to be the minimal standards necessary to successfully perform the job, whereas peripheral activities that are only incidentally related to the job have been excluded. In no instance should the requirement, skills, and abilities be interpreted as all-inclusive.

Supervisors may assign additional appropriate activities and requirements. It is possible requirements may be modified to reasonably accommodate disabled individuals in accordance with the Americans with Disabilities Act. At no time will accommodations be purposefully made which may pose serious health or safety risks to the employee or others, or which impose undue hardships on our company.

Job descriptions are not intended as and do not create employment contracts. Our company is an at-will employer. At any time employees can be terminated for any reason not prohibited